2023-09-19 20:00:09
After two long decades, the Apple is no longer alone at the top of the customer satisfaction ranking American Customer Satisfaction Index (ACSI)at least when it comes to personal computers.
ACSI today released the most recent edition of the ACSI Household Appliance and Electronics Studywhich covers the entire period between 2022 and 2023. According to survey data, the South Korean Samsung managed to increase its score by 2%, enough to get a total of 83 points (out of a possible 100) — the same score recorded by Maçã, whose score increased by 1% from last year to now.
The satisfaction index in the PC market, according to ACSI, takes into account desktops, laptops and tablets, and has had Apple as the isolated leader since 2003. To prepare this study, ACSI interviewed 14,069 consumers randomly via email between the months of June 2022 and June 2023.
It was precisely the last of these three categories that gave an extra boost to Samsung, which saw its score in the tablet market grow 6% last year (85/100), although it still lagged behind Apple.
Behind the two giants, we have a true succession of draws. Dell and HP appear in second place with 81 points, followed by Acer, Amazon, ASUS, Lenovo and “everything else” in the market, with 78 points.
ACSI also asked which aspects of a computer are most important to consumers. Firstly, what appeared was the design of the devices (85), followed by the availability of software (84) and graphics/sound quality (84). Interestingly, the processing power of the devices appears only in sixth place, with 82 points.
Not surprisingly, the call centers of PC manufacturers are in the category with the lowest satisfaction rate in the survey (77). Last year, for comparison purposes, this segment had managed to score 83 points.
When we consider separate product categories, desktops appear to have the highest satisfaction rating (84), followed by laptops (80) and then tablets (76). Desktops, it is worth noting, tend to be more successful, especially among older consumers.
via PCMag
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